Job Description
Salary Circa £38,000
Location Basildon
Contract type Permanent
Weekly hours Mon to Fri + to 5
The vacancy
As a Complaint Lead you’ll act as the primary point of contact for the Housing Ombudsman, ensuring that all complaints referred to them are handled effectively and in accordance with the Complaint Handling Code. You will work closely with internal teams, including Complaint Investigators, to ensure that all actions required by the Ombudsman are implemented promptly and accurately. Monitoring compliance, tracking responses, and driving improvements in complaint resolution will be key aspects of your responsibilities.
You’re a customer-focused, resilient, and adaptable person, who is capable of managing escalated or complex resident issues with professionalism and care. Your knowledge of the Housing Ombudsman Complaint Handling Code and commitment to improving the resident experience will be key to your success in this role.
You’ll need to be in the office for 2 days per week and the remaining time you’ll be able to work remotely.
Your role involves ensuring full compliance with Ombudsman determinations, responding to requests for information, and maintaining accurate records to support audit and compliance activities.
If you’re passionate about compliance, service excellence, and making a positive impact on resident satisfaction we want to hear from you.
To be successful in this role you’re:
• Experienced in a similar role, ideally within a contact centre or customer service environment.
• Familiar with social housing or the public sector, with previous experience in these areas being an advantage.
• An excellent communicator, both written and verbal, confident in engaging with residents and external bodies via telephone and digital channels.
• Highly organised with strong time management skills, able to work effectively under pressure and meet service-level agreements.
• Proficient in CRM systems, contact centre software such as Genesys, and digital communication tools.
Here are just a few of the benefits of working at Peabody:
• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year
• flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• up to 10% pension contribution
Are you ready to apply?
If you have any questions about this role, please email Talent Specialist, Harry at [email protected].
We may close this advert before the advertised closing date, depending on the number of applications received.
Interviews will be taking place during the week commencing 24th February 2026.
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
Location Basildon
Contract type Permanent
Weekly hours Mon to Fri + to 5
The vacancy
As a Complaint Lead you’ll act as the primary point of contact for the Housing Ombudsman, ensuring that all complaints referred to them are handled effectively and in accordance with the Complaint Handling Code. You will work closely with internal teams, including Complaint Investigators, to ensure that all actions required by the Ombudsman are implemented promptly and accurately. Monitoring compliance, tracking responses, and driving improvements in complaint resolution will be key aspects of your responsibilities.
You’re a customer-focused, resilient, and adaptable person, who is capable of managing escalated or complex resident issues with professionalism and care. Your knowledge of the Housing Ombudsman Complaint Handling Code and commitment to improving the resident experience will be key to your success in this role.
You’ll need to be in the office for 2 days per week and the remaining time you’ll be able to work remotely.
Your role involves ensuring full compliance with Ombudsman determinations, responding to requests for information, and maintaining accurate records to support audit and compliance activities.
If you’re passionate about compliance, service excellence, and making a positive impact on resident satisfaction we want to hear from you.
To be successful in this role you’re:
• Experienced in a similar role, ideally within a contact centre or customer service environment.
• Familiar with social housing or the public sector, with previous experience in these areas being an advantage.
• An excellent communicator, both written and verbal, confident in engaging with residents and external bodies via telephone and digital channels.
• Highly organised with strong time management skills, able to work effectively under pressure and meet service-level agreements.
• Proficient in CRM systems, contact centre software such as Genesys, and digital communication tools.
Here are just a few of the benefits of working at Peabody:
• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year
• flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• up to 10% pension contribution
Are you ready to apply?
If you have any questions about this role, please email Talent Specialist, Harry at [email protected].
We may close this advert before the advertised closing date, depending on the number of applications received.
Interviews will be taking place during the week commencing 24th February 2026.
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
💡 Quick Summary
Seeking a career-building opportunity? The Compliance Lead position is now open for candidates interested in the Legal Jobs sector. This role in Basildon offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Legal Jobs is a plus.
